Customer Success Manager (Karnataka)

Replicon Software – Date posted: 09 Sep 2015
The Customer Success Manager (CSM) will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the Replicon. com footprint.

Key to this role is your ability to articulate value, inspire and upsell Replicon Time tracking solutions in a Cloud Computing world. As a trusted advisor and coach, CSM will be the post-sales success leader for a portfolio of assigned accounts and provide customers with a deliverable Success Blueprint.

In addition to the business process and change management skills needed for the role, the CSM should possess application functional or IT expertise in combination with exceptional customer management experience at the C-level. Working closely with Account Managers in managing and growing their accounts is key to the CSMs success.

CSMs also serve as an escalation point for issues that impact the customers success.

Key Responsibilities:

Develop strategy and programs that directly influence upsell and renewals while working with the Account Managers to help retain customer for life.

Identify expansion opportunities and collaborate with Account Managers to ensure growth and increase Replicon footprint.

As the Trusted Advisor, develop and maintain long-term relationships with key stakeholders.

Perform regular implementation health checks. Identify risks to the customer achieving their stated business goals and develop a risk mitigation plan.

Drive adoption and license utilization across the customer base. Ensure that all customers derive maximum value from their investment in Replicon and utilize all their licenses.

Keep customer churn at a healthy level, by paying close attention to product usage.

Identify at-risk customers and help establish a successful account management routine and manage churn.

Develop a comprehensive understanding of the customers industry business challenges and objectives to appropriately map Replicon features and associated business benefits to address their needs.

Contribute thought leadership and best practice around business transformation.

Maintain strong working relationships with other customer facing personnel in the Sales, Services, Marketing and Product Management teams

Desired Profile

Five plus (5+) years of relevant experience with at least three (3+) plus years of proven consulting experience, gathering and analyzing business requirements, drafting solutions to deliver large-scale enterprise software implementation(s)

University degree/diploma, preference for Business, Software Engineering, Computer Science

Strong application functional expertise, expertise in business application deployment cycles, as well as strong account management skills

Focus on Customer Success

Escalation Management

Think Strategically and Innovate

Experienced and mature decision-maker

Account portfolio planning and prioritization

Possess excellent interpersonal ,presentation and communication skills

Skilled in advising customers in product best practices and technical solutions

Must be willing to work North American shifts.

*** Please note that this is a customer management position; it is not a corporate management position.

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